{"id":39230,"date":"2018-06-18T00:00:00","date_gmt":"2018-06-18T00:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/new-altimeter-report-the-rise-of-the-collaborative-contact-center\/"},"modified":"2024-06-19T06:24:15","modified_gmt":"2024-06-19T13:24:15","slug":"new-altimeter-report-the-rise-of-the-collaborative-contact-center","status":"publish","type":"post","link":"\/us\/en\/blog\/new-altimeter-report-the-rise-of-the-collaborative-contact-center\/","title":{"rendered":"New Altimeter Report: The Rise of the Collaborative Contact Center"},"content":{"rendered":"<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-24435\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/ContactCenterReport.png\" alt=\"\" width=\"1200\" height=\"676\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Traditional contact centers as we know them were designed and deployed at scale in the 1960s, largely based on outdated management and governance models, with standards no longer applicable. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Today\u2019s modern customers expect to communicate the way they find most convenient to them, including phone, web, mobile, text, and social. They demand higher levels of personalization, immediacy, and convenience. But on-premises technologies are, by design, not unified, omnichannel, or real-time, and as a result fall short in an always-on, hyperconnected world. \u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A recent report from Brian Solis commissioned by RingCentral, <\/span><a href=\"https:\/\/www.ringcentral.com\/lp\/collaborative-contact-center.html\" target=\"_blank\" rel=\"noopener noreferrer\"><i><span style=\"font-weight: 400;\">Contact Center 2.0: The Rise of Collaborative Contact Centers <\/span><\/i><i><span style=\"font-weight: 400;\">industry<\/span><\/i> <i><span style=\"font-weight: 400;\">report<\/span><\/i><\/a><span style=\"font-weight: 400;\">, demonstrates the need for digital transformation of the established contact center model to a truly customer-centric, modern approach.<\/span><\/p>\n<p><img decoding=\"async\" class=\"alignleft wp-image-24441 size-medium\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/Screen-Shot-2018-06-17-at-9.54.56-PM-300x260.png\" alt=\"\" width=\"300\" height=\"260\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Based on a survey of 500 knowledge workers in the US and UK, the findings outline the decline of traditional contact centers operating on-premises technologies, work siloes, and limited and dated customer channels. Instead new, cloud models enhance collaboration among experts and <a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/contact-center.html\">contact center<\/a> agents, providing first contact resolution to today\u2019s modern customer. Companies are adopting a cloud-first contact centers strategies in order to be more competitive in the market.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li style=\"font-weight: 400;\"><b>86 percent <\/b><span style=\"font-weight: 400;\">aim to complete a transition within three years to Contact Center 2.0 <\/span><\/li>\n<li style=\"font-weight: 400;\"><b>61 percent <\/b><span style=\"font-weight: 400;\">of companies have or plan to fully transition to the cloud <\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Meeting the needs of today\u2019s customer is more critical than ever for companies. It\u2019s not just about delivering exceptional experiences in order to establish a competitive advantage, it\u2019s about providing exceptional experiences to the modern customer in order to meet evolving standards of service excellence. The technology is here today with the cloud and it is creating unprecedented opportunities for experience innovation.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Click <\/span><a href=\"https:\/\/www.ringcentral.com\/lp\/collaborative-contact-center.html\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">here<\/span><\/a><span style=\"font-weight: 400;\"> to request the full report on how digital transformation is making contact centers unified, collaborative, and intelligent. <\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Traditional contact centers as we know them were designed and deployed at scale in the 1960s, largely based on outdated management and governance models, with standards no longer applicable. Today\u2019s modern customers expect to communicate the way they find most convenient to them, including phone, web, mobile, text, and social. They demand higher levels of &#8230;<\/p>\n","protected":false},"author":29,"featured_media":39231,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[12358,16325,8000,17413,12658,12155,17414],"class_list":["post-39230","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","tag-collaborative","tag-collaborative-contact-center","tag-contact-center","tag-contact-center-2-0","tag-contact-center-agents","tag-digital-transformation","tag-on-premises-technologies"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>New Altimeter Report: The Rise of the Collaborative Contact Center | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Traditional contact centers as we know them were designed and 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